⚠️ Important: This is a new feature being rolled out in phases. If you would like to start using TELUS CHR Connect, or are already using it but want to disable it by provider or location, contact chrconnectsupport@telus.com.
You can customize TELUS CHR Connect to ensure that it functions in the way that you want. The settings apply to both the CHR Connect app and desktop version. For more information, refer to TELUS CHR Connect.
📌 Note: You must have the CHR Connect App permission to manage the clinic’s CHR Connect App settings.
When CHR Connect is initially enabled for your clinic, all providers and locations will be enabled. CHR Connect can be enabled by location and provider. This is useful if you are a multi-location clinic and want to roll out CHR Connect only for one of your clinic locations. Similarly, some of your providers might want to use CHR Connect and others not.
For additional settings, refer to Enabling and customizing the patient portal.
Steps
1. From the CHR main menu, click Settings > CHR Connect App.
2. Under the General tab, Enable or Disable the following:
Setting | Description |
View contact information | Enabled by default, and gives patients the ability to view your clinic's contact information such as phone number and email address (from Settings > Account information > General) in the Profile section of CHR Connect. |
Self-service patient registration | Disabled by default. When enabled a new patient that doesn’t already have a patient record can register to your clinic through CHR Connect.
💡 Tip: When enabled, the Add Clinic page displays an Accepts New Patients label for your clinic. This saves patients time by informing them upfront which clinics accept new patients, avoiding unnecessary registration. |
View patient record details
| Gives patients the ability to view and edit some of their demographic information in the Profile section of CHR Connect, for example their phone number, or gender identity.
📌 Note: When patients modify their demographic information, you are not notified and their patient data is automatically updated in their patient chart.
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Default notification preference | The default method for notifications to new patients that register via CHR Connect.
Email only is selected by default. Select SMS only or Email and SMS to change it.
📌Note: This does apply to existing patients who already have a preferred notification method set. |
3. Under the Appointments tab, Enable or Disable the following:
Setting | Description |
View appointments | Gives patients the ability to view the Appointments section of CHR Connect.
If you disable it, all Upcoming and Previous appointment details are hidden and patients cannot use eBooking.
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Self-serve booking | Select Enable to allow patients to book appointments in the Appointments section of the CHR Connect App.
💡 Tip: To further customize your eBooking settings, refer to Customizing clinic-wide eBooking settings.
Select the visit types you want patients to choose from when requesting appointments online. Select Virtual visit, In-person visit, Group visit, or Phone visit.  💡 Tips:
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Self Serve check in (for in-person individual or group visits) | Disabled by default. If it is enabled, gives patients the ability to check themselves into an in-person (physical) appointment. |
4. Under the Booking flow tab, configure the following:
Setting | Description |
Reason | Select whether you want patients to see the reason (presenting issue) tab when they are requesting an appointment. You can also select if you want them to have the option to provide their own reason.
You can customize the text that appears in the Reason tab.
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Locations and Appointment Type | You can customize the text that prompts patients to select a location or appointment type when they are requesting an appointment in the Appointments section of CHR Connect.
1. Select the Custom Text header to configure the text. 2. In the Instructions Summary field, default text is provided. This is a brief description that appears below the section heading (up to 100 characters). Customise or remove it. 
3. In the Detailed Instructions field, add additional information if required (up to 1000 characters). This appears in a separate window when the patient clicks a More details link.  4. Click Save. 5. Click Delete custom text, to revert to the original default text.
📌 Note: If you have French enabled in your CHR, you can configure English and French versions of the custom text. If you don't provide text in both languages, the system will use the text that is available. |
5. Under the Billing tab, Enable or Disable the following:
Setting | Description |
View Billing | Gives patients the ability to view a list of their invoices in the Billing section of CHR Connect.
📌 Notes:
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Self-Serve Payments | ⚠️ Important: You must have Stripe integrated in your CHR.
Gives patients the ability to manage and pay their bills directly from CHR Connect.
📌 Note: Patients cannot make partial payments. |
Payment Method on File | ⚠️ Important: You must have Stripe integrated in your CHR.
Gives patients the ability to save their credit card information, which you can then use when recording payments for insured or private bills.
When enabled, patients see an additional registration step to add their credit card details after entering their demographic information.
Enter the Terms and Conditions Text in English and/or French and then click Enable.
💡 Tip: The terms and conditions are required to enable this feature. They should contain the name of the clinic and explain how and when the credit card information will be used by your clinic.
This text appears with a checkbox in CHR Connect and the patient must select the checkbox to agree to the terms and conditions in order to save their credit card information.
For more information about recording payments using the stored credit card, refer to Collecting payments from patient charts using Stripe.
📌 Note: Setting this feature as required during registration will only be implemented after a future app version is released.
Click Require patients to include a payment method during registration to make adding a payment method a mandatory step when patients are linking their CHR Connect account with your clinic. |
6. Under the Inbox tab, Enable or Disable the following:
⚠️ Important:
Patient-Initiated Messages, Automatic replies and push notifications are only available for CHR Connect Pro, which is a paid subscription. For more information, contact chrconnectsupport@telus.com.
Patients can disable push notifications in their app settings, you cannot disable them. Each time an email or SMS is sent, patients who allow them also receive a push notification, except for Qnaire and referral notifications.
Setting | Description |
Patient-Initiated Messages | Gives patients the ability to compose and send a new message to a specific provider’s inbox.
Steps
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Automatic replies | You can set up an automatic response to all patient messages received by your clinic. For example, an automatic message can be sent after hours, letting patients know that you are closed.
📌 Notes:
Steps
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7. Under the Branding tab, configure the following:
⚠️ Important: Branding is only available for CHR Connect Pro, which is a paid subscription. For more information, contact chrconnectsupport@telus.com.
Setting | Description |
Theme Colours | You can customize the color palette for your clinic's appearance on the CHR Connect app.
On the left-side click the Primary Colour field to select your primary colour and its colour theme. Then click the Accent Colour field to select your secondary colour. 💡 Tips If you know the 6 digit HEX number used in your clinic’s branding, you can type it in. 📌 Note: The colour theme is for reference only, you cannot modify it.
The preview on the right-side shows how it will appear in the app. To view different sections, you can click items within the preview, and preview the Appts List and Appt Detail. 
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📌 Note: As part of the CHR Connect branding, your clinic’s logo appears in the My clinics section of the CHR Connect app and when patients search for clinics. To set your logo, refer to Updating your clinic's account information.
8. The following patient portal settings also apply to the CHR Connect app.
a. From the CHR main menu, click Settings > Patient Portal.
b. Under Patient Portal Configuration, Enable or Disable the following:
Setting | Description |
Portal Accessibility | Gives patients access to CHR Connect. |
Portal Accessibility for New Patient | Gives all new patients access by default.
You can also control individual patient access. Refer to Adding or removing a patient's access to the patient portal or CHR Connect. |
Patient Conversation Responses | Allows patients to respond to your messages.
💡 Tip: If enabled, you can still choose to prevent patients from responding to messages on a per message basis. Refer to Sending messages to patients through the patient portal. |
9. To enable CHR Connect for specific locations, refer to Creating and modifying clinic locations.
📌 Note: If CHR Connect is enabled for a location, all the patients for that location will be directed to the CHR Connect app to read their appointment notifications and manage their bookings.
If CHR Connect is disabled for a location but the provider at that location has CHR Connect enabled, all patients under that location are directed to the patient portal to read their appointment notification.
10. To enable CHR Connect for a specific provider at your clinic, refer to Updating users' general profile information and settings.
📌 Note: If CHR Connect is enabled by provider and they send their patient a message or a billing invoice, the patient will be directed to the CHR Connect app. Similarly, if you manage referrals and your system is set up to notify a patient automatically, if the service provider has CHR Connect enabled, the patient is directed to read the notification in CHR Connect.
If CHR Connect is enabled by location but not provider, the patient is directed to the patient portal to view their messages and billing invoices.
Updated August 25, 2025